Case Study: Pitney Bowes achieves 40% faster IVR testing and a seamless contact center migration with Cyara

Automated IVR Testing and Monitoring Leads to a Successful Contact Center Migration

Pitney Bowes, a global shipping and logistics technology provider serving over 750,000 businesses, needed to modernize its aging contact center to deliver reliable omnichannel customer service. Migrating to a new Genesys platform required automated testing and load validation for seven IVRs, multi‑language interactions, and the ability to detect latency and protect key customer metrics like NSAT and NPS during the transition.

Using Cyara (Velocity, Cruncher, and Pulse), the team automated thousands of IVR test cases from real customer journeys, ran regular monitoring campaigns (including tests every five minutes), and captured precise latency data. The program reduced testing time by about 40% versus manual dialing, accelerated the migration, freed staff for other priorities, enabled faster issue resolution with actionable performance data, and set the organization up for future IVR and omnichannel upgrades.

Pitney Bowes

April Del Angel

Manager Technology Solutions